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ServiceNow Director - ITSM
Job in
New York, New York County, New York, 10261, USA
Listed on 2026-10-13
Listing for:
Alldus
Full Time
position Listed on 2026-10-13
Job specializations:
-
IT/Tech
IT Project Manager, IT Specialist, Change Management
Job Description & How to Apply Below
We are looking for an experienced Senior Director to lead and transform enterprise-wide IT support and service management functions for a global organisation. This is a senior leadership position focused on delivering scalable, high-quality IT services, driving operational excellence and partnering with technology and business leadership across multiple regions.
What will you be doing:- Lead the global IT service delivery strategy, including Help Desk, Level 1/2 support, infrastructure monitoring and IT service management
- Oversee Incident, Major Incident, Problem, Change and Configuration Management processes
- Drive Service Now or similar ITSM platform optimisation, automation, workflow development and reporting
- Lead global transformation initiatives focused on standardisation, scalability, process improvement and operational excellence
- Manage strategic technology vendors, Managed Service Providers, SLAs and performance
- Partner with senior business and technology stakeholders to improve user experience, service reliability and business continuity
- Ensure service delivery aligns with regulatory, risk and governance requirements within a highly regulated environment
- 8+ years’ progressive experience in IT service delivery, infrastructure operations or a similar environment, with 2+ years in a senior leadership position
- Proven experience leading global IT support/service delivery organisations across multiple regions
- Strong enterprise ITSM experience with Service Now
- Strong vendor management, stakeholder engagement and transformation experience
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